Systems Analyst, Development Operations

About MSF USA | Doctors Without Borders

Doctors Without Borders/Médecins Sans Frontières (MSF) is an independent international organization that provides medical care to the people who need it most. The organization cares for people affected by conflict, disease outbreaks, disasters, and social exclusion in more than 70 countries. MSF offers medical humanitarian assistance solely based on need, regardless of race, ethnicity, religion, or politics. Our international project teams include medical, logistical, and administrative staff, most of them hired locally and working with their own communities. Our actions are guided by medical ethics and the principles of independence, impartiality, and neutrality. We also bear witness and speak out about the experiences of our colleagues and patients.

MSF USA is one of 24 sections supporting the global movement, primarily through staff recruitment, fundraising, advocacy, and communications. We welcome candidates who bring a wide variety of backgrounds and experiences to join us in working toward MSF’s social mission.

• ROLE OVERVIEW
• The Systems Analyst, Development Operations, advises stakeholders and drives continuous improvement across fundraising systems, integrations, and project management software. The position leads discovery and solutioning sessions translating business needs into clear technical specifications (such as data mapping and transformation, validation rules, and exception handling), and uses these specifications to design and implement solutions for system changes and integrations, including MuleSoft AnyPoint/IDP and Form Assembly-to-CRM workflows.

This position also owns the Jira service management operating model (including intake standards, prioritization, SLAs, reporting, and backlog governance), applies trend and root-cause analysis to surface systemic issues, and drives cross-functional remediation and adoption of improved processes.

The role also governs system access and documentation, including access reviews and audit readiness, documentation standards, knowledge base management, and UAT scenarios and acceptance criteria. The Systems Analyst also oversees day-to-day administration, including access provisioning, documentation maintenance, license oversight, and cross-team working sessions. This is a highly collaborative role suited for someone who is organized, tech-savvy, and engaged in software development in a nonprofit context.

• DEPARTMENT ACCOUNTABILITIES
• Prospecting
• Pursue strategic opportunities in coherence with MSF-USA´s strategy, that create long-term value for the movement by identifying and developing new audience segments or donors for its mission.

• Donor Cultivation, Engagement and Management
• Build trust and loyalty with potential and existing donors. At the simplest level, update donors on activities. At a more complex level, build long-term relationships with key donors and key donor segments. Take overall responsibility for designing, developing, and delivering the donor engagement strategy. May be through channels or through personal relationships.

• Fundraising
• Secure reliable, sustainable, and efficient resources in alignment with MSF-US commitments.

• Brand Positioning
• Drive awareness and consideration through brand positioning based on the brand strategy and implement brand plans.

• Best-in-Class Fundraising Systems and Capabilities
• Deploy and champion the latest technological systems and capabilities that push the boundaries of what Development can produce for its donors.

• ROLE SPECIFIC OUTCOMES
• Stakeholder Advisory and Discovery
• Lead discovery and solutioning sessions to translate business needs into clear technical specifications, including data mapping and transformation, validation rules, and exception handling. Advise stakeholders on fundraising system capabilities and develop recommendations for system changes and integrations

• Systems Integration and Continuous Improvement
• Design and implement solutions for system changes and integrations across fundraising systems, project management software, and middleware platforms, including MuleSoft Any Point and Form Assembly-to-CRM workflows. Apply trend and root-cause analysis to surface systemic issues and drive cross-functional remediation.

• Quality Assurance and Testing
• Design and execute Quality Assurance and User Acceptance Testing for fundraising systems and integrations. Establish UAT scenarios and acceptance criteria, analyze results, and recommend system improvements before deployment.

• Service Management Operating Model
• Own the Jira service management operating model, including intake standards, prioritization, SLAs, reporting, and backlog governance. Drive adoption of improved processes across the team and stakeholders.

• System Governance and Documentation
• Govern system access, audit readiness, documentation standards, and knowledge base management. Oversee day-to-day administration, including access provisioning, documentation upkeep, and license oversight.

These core accountabilities should not be construed to contain every function/responsibility that may be required to be performed by an incumbent in this job. Incumbents are required to perform other functions as assigned.

• COMPLEXITY AND PROBLEM-SOLVING SKILLS
• •Brings professional knowledge of fundraising systems, integrations, and service management to the role.
• •Responsible for moderately diverse activities across stakeholder advisory, system integrations, QA and testing, service management, and governance, with awareness of related activities across the Development team and partner functions.
• •Considers future implications beyond the immediate problem and may create new approaches or procedures to solve problems.
• •Work includes complex analysis of system data, integrations, and service tickets; develops conclusions and implications; formulates recommendations; and communicates actionable plans.

• BEHAVIORAL COMPETENCIES
• THOUGHT: How MSF USA staff understand the organization, manage complexity, and contribute by creating the new and different.

• People Focus
• Builds strong relationships and delivers solutions geared to aiding others. Solicits feedback and data; conveys a clear understanding of the level of service the team is providing; takes action when standards are not met by team; aligns processes with organizational needs.

• Manages Complexity
• Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. Consistently looks at complex issues from many angles; obtains a rich and deep understanding; swiftly cuts to the core issue; skillfully separates root causes from symptoms.

• Global Perspective
• Takes a broad view when approaching issues, using a global lens. Shows global thinking at work; adjusts organizational practices to meet the unique needs of different regions or countries. Uses a broad perspective when addressing issues and challenges.

• Cultivates Innovation
• Creates new and better ways for the organization to be successful. Approaches professional work in unique or innovative ways. Offers original ideas. Appreciates others' creative ideas and solutions and provides helpful input to enhance them.

RESULTS: MSF USA staff achieve results by cultivating a forward-thinking environment that produces solutions for changing stakeholder needs.

• Drives Results
• Consistently achieves results, even under tough circumstances. Regularly pushes self to achieve outstanding outcomes; consistently establishes bold goals for own performance; is passionate about excellent results and significant contributions. Shows great tenacity to complete goals/initiatives in a timely way.

PEOPLE: MSF USA staff understand their impact on others through collaboration and inclusion of different perspectives to achieve common goals.

• Collaborates
• Builds partnerships and works collaboratively with others to meet shared objectives. Readily involves others to accomplish goals; stays in touch and shares information; dis